Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer–Firm Affection and Customer–Staff Relationships in Services

By C. K. Yim, D. Tse, K. Chan. 2008

380 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/343d3fceaaa583ffdaaa49d33e4c6cb10c14144a

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In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

Customer value and customer loyalty: Is competition a missing link? (2015, background): “The boundary-spanning role of the service employee has a decisive influence on the customer's perceptions of the organization, which is vital to business success (e.g., Bove and Johnson, 2000; Frow and Payne, 2007; Yim et al., 2008).”
Access-Based Services as Substitutes for Material Possessions: The Role of Psychological Ownership (2020, background): “…with ownership of material objects though, because a service is inherently elusive, complex, and timebased (Wirtz and Lovelock 2016), consumers’ perceived intimacy with a service may affect their interpretation of their relational ties with it (Beetles and Harris 2010; Yim, Tse, and Chan 2008).”
When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009, background): “It would also be judicious to incorporate new conceptualizations of relationships, such as attachment (Thomson, MacInnis, and Park 2005) or affection (Yim, Tse, and Chan 2008), that capture a deeper bonding between customers and firms.”
Marketing capability, organizational adaptation and new product development performance☆ (2015, background): “Customer engaging can help firms build affectionate relationships with customers such that firms know the needs of customers and be able to anticipate customer need evolution for product development (Park et al., 2010; Yim et al., 2008).”
Consumer-Retailer Emotional Attachment: Some Antecedents and the Moderating Role of Attachment Anxiety (2010, positive): “Many consumer relationships are anchored on a well accepted linkage of satisfaction to trust to consumer loyalty ( Yim et al. , 2008”
Make me special: Gender differences in consumers’ responses to loyalty programs (2012, background): “First, we contribute to the literature on psychological rewards (Drèze and Nunes 2009; Yim et al. 2008) by investigating the differential response of men and women to the same psychological rewards, including the conditions under which the same reward can lose its effectiveness.”
What type of relationship do we have with loved brands (2014, background): “For example, most consumer brand relationship studies focus on tangible products (Carroll and Ahuvia, 2006) but more recent research investigates consumer service brand relationships or consumer firm relationships (Yim et al., 2008).”
Marketing robot services in hospitality and tourism: the role of anthropomorphism (2019, background): “Customer-staff relationships are important for business operations (Yim et al., 2008), and the field is now open for exploiting potential customer-and staff-robot relationship benefits (van Doorn et al., 2017).”